Quality Analyst

Quality Analyst Job Description
Job Title: Quality Analyst Location: Ramky selenium building , Financial district, Gachibowli, Hyderabad. Reports To: Quality Assurance Manager / Operations Manager Job Summary: The Call Center Quality Analyst is responsible for monitoring and evaluating the quality of customer interactions within the call center. This role ensures that agents adhere to established policies, procedures, and best practices to provide excellent customer service. The Quality Analyst provides actionable feedback, identifies areas for improvement, and collaborates with trainers and management to enhance overall service quality. Key Responsibilities: Audit inbound and outbound calls, chat, and email interactions for quality and compliance. Evaluate agent performance using quality monitoring tools and scorecards. ¢ Provide constructive feedback to agents through coaching sessions. ¢ Collaborate with the training team to develop and implement targeted training programs. ¢ Analyze quality data to identify trends, gaps, and areas for improvement. ¢ Maintain detailed and accurate records of evaluations and feedback. ¢ Participate in calibration sessions to ensure consistency in quality assessments. ¢ Assist in developing quality guidelines and performance standards. ¢ Generate reports on quality performance metrics for management review. Qualifications: ¢ Bachelor's degree. ¢ Minimum of 1-2 years of experience in a call center environment. ¢ Prior experience in quality analysis or a similar role preferred. ¢ Strong analytical and problem-solving skills.

¢ Excellent verbal and written communication skills.
¢ Proficiency in quality monitoring systems and Microsoft Office Suite. ¢ Ability to provide constructive feedback and conduct coaching sessions. ¢ Strong attention to detail and time management skills. Work Environment: ¢ Office-based environment with the possibility of remote quality monitoring. ¢ May require occasional travel for on-site assessments or training.